Highlights
$1.1 million
in additional monthly revenue
70%
reduction in QA staffing needs
6X
improvement in agent performance metrics
Overview
A leading mental health and substance use disorder treatment center was struggling to quantify care quality and track operational efficiency at its largest admissions call center.
Though it had proven itself a leader in the field, offering inpatient and outpatient care across five states and boasting an 87% completion rate for its substance use disorder program (35% higher than the national average), the company was in the dark when it came to quality assurance.
Understanding call quality and how it might impact an agent’s success in screening callers for program fit and eligibility was key, as patients with mental health issues and substance disorders face significant barriers to treatment. Failure to effectively engage with and ultimately enroll these patients can not only cost treatment centers revenue, but also put lives in danger.
That’s why the leadership team turned to Verbal’s AI co-pilot to transform their contact center with live conversation intelligence and call analytics.
This collaboration has created a more efficient and effective quality assurance (QA) program, boosted key agent performance metrics by 6X and fueled an estimated $1.1 million in additional monthly revenue.
Client
Anonymous substance use disorder treatment center
Scope
Five-month deployment at contact center with substance disorder admissions team
Key features
- Automated QA scoring on 100% of calls
- Responsive task checklists tailored to team’s best practices
- Real-time feedback and training for agents
- Comprehensive performance reporting for managers
New insight into call quality
To optimize the admissions process and ensure calls met the organization’s quality and compliance standards, Verbal built a real-time call quality checklist and quality assurance (QA) scoring model.
Powered by AI and tailored to the team’s best practices, the Verbal checklist offered agents a responsive, step-by-step guide to successful screening. The Verbal AI analyzed 100% of calls in real time and gave agents feedback on next steps while highlighting protocols they may have missed. This ensured compliance and helped agents effectively collect information needed for admission.
The Verbal AI also generated a 0-100 QA score after each call based on how closely it followed organizational best practices, offering agents a clear performance target while reinforcing training.
”"It helped me get better at what I was doing...It was exciting to look at your score and then go back and figure out what you did wrong so you get it right for the next call."
Contact center agent
Automated QA scoring also boosted the efficiency of the in-house QA team and allowed managers to assess team performance and call quality at scale.
Before Verbal, managers had little visibility into agent performance and could only conduct QA on a small sample of calls. After, managers could track compliance and call quality across 100% of interactions and get the insight they needed to deliver feedback that made a difference.
”“We wanted to see how agents were doing on a level we could not yet quantify...There’s no more guessing or assuming. We have it at our fingertips what someone is struggling with in Verbal.”
Senior Admissions Manager
Percentage of agents who met performance targets
Without Verbal
With Verbal
Better agent performance
Central to this organization’s intake process is verifying a patient’s insurance coverage or other eligible benefits to ensure they’re a fit for the program. As such, the team’s key metric for measuring agent performance is the successful verification of benefits (VoB).
During Verbal’s five-month pilot, agents who increased their Verbal QA score by 20 points also increased their percentage of successful VoB by 25%. This means that as an agent’s Verbal QA score increased, they were more likely to successfully verify a patient’s program eligibility, leading to more admissions and increased revenue.
Before Verbal, agents met their successful VoB target (a monthly VoB score of 12 or more) just 11% of the time. This jumped to 67% after Verbal.
Streamlined QA teams
Verbal’s auto-QA also reduced the team’s reliance on manual call audits.
Instead of spending hours listening to call recordings and reviewing transcripts, the QA team used Verbal to quickly review individual and team-wide QA scores, filter data across staff roles and call types, and even dive into specific calls to see how things went.
Verbal has also given the team visibility into 100% of calls, instead of only a small sample, making it easier to spot performance trends and hone in on specific areas for performance reviews and coaching.
These features helped the organization reduce its QA staffing needs by 70%.
$1.1 million
in additional monthly revenue
Millions in additional revenue
An increase in successful VoB directly impacts revenue, as this allows more eligible patients to be admitted for treatment.
With Verbal, the organization boosted its overall rate of successful VoB from 9% to 11.25%. Given approximately 8,000 calls per month and a 20% conversion rate from successful VoB to admission, this has resulted in an average of 66 additional admissions per month (180 total admits per month, up from 114 before Verbal).
This treatment center’s average contract value is $30,000, so this increase in admits has led to approximately $1.1 million in additional monthly revenue — from $4.3 million per month to $5.4 million per month.
The bottom line
Thanks to Verbal’s auto-QA and real-time feedback, leadership saw huge wins across its business KPIs, from patient admissions to revenue. Most important, more at-risk patients are getting the care they need.
This led to the team deploying Verbal to automate and optimize other areas of its contact center operations.
”"With Verbal, we're going to be able to surpass our own limits."
Senior Admissions Manager
